WIP (Work in Process)

Goal/Aim
Optimize cash flow. The faster you can bill or invoice a work order (with
cost applied), the sooner you get your return on investment
WIP by Age = Current Date WIP First Cost Applied Date
WIP = WIP Labor Cost of Sales + WIP Parts Cost of Sales + WIP Misc. Cost of Sale
WIP % Open Jobs > 5 Days = Number of WIP > 5 days / Total WIP] x 100
PIP Paper in Process
Goal/Aim
Invoice jobs quickly as they are closed. Benchmark is 12 hours (in shop) and 24 hours (mobile) measured from last labor applied.
Paper In Process = Invoice Date/Time Last Labor Applied Date/Time
Labor Utilization
Goal/Aim
Optimize workshop management efficiency as opposed to technician efficiency
Definition
This measure reflects the degree to which a service location keeps available labor applied to productive jobs.
The lower the labor utilization, the higher the cost to run the shop.
Labor Utilization = [Applied Hours / Available Hours]x100
Labor Recovery Rate
Goal/Aim
Gives visibility to understand what you are billing versus what you expect per hour.
Definition
This is a measure of average labor revenue for each hour a technician is assigned to a billable job. Efficiency measure but measured in $ / hr
It is similar to the Billing
Recovery Rate = Service Labor Sales Revenue / Applied Hours
Billing Efficiency
Goal/Aim
Indicator of quoting performance, technician efficiency, labour discounting.
Definition
Billing efficiency measures what you invoice to the customer versus the labor that has been
put into the job
Labor Billing Efficiency = [Hours Invoiced / Hours Applied]x100
Productivity
Goal/Aim
Optimize both labor management and Service profitability.
Definition
This KPI shows the percentage of available hours that are billed
Productivity = [Billed Hours / Available Hours]x100
T/B Ratio (Total to Billed Ratio)
Goal/Aim
To maximize the hours productively applied and billed while minimizing the hours expensed.
Definition
KPI that measures how well the branch converts payroll hours into chargeable hours (how well labor hours are used).
The higher the T/B ratio, the lower the labor income
T/B Ratio = Total Hours / Billed Hours
% Quoted
% Quoted = [No. of Repair Orders Quoted / Total No. of Repair Orders] X 100
% Met
% Met =[ No. of Invoices < or = Quotation / Total No. Quotations] x 100
Outstanding Claims > 30 Days ($)
Outstanding Claims > 30 Days ($) = Value of Outstanding Claims > 30 days
RECT (Repair Event Cycle Time)
Definition
Repair Event Cycle Time is measured from the time the equipment is made available
to your Service Department through the time the work order is invoiced
WIP = WIP Labor Cost of Sales + WIP Parts Cost of Sales + WIP Misc. Cost of Sale
Invoice jobs quickly as they are closed. Benchmark is 12 hours (in shop) and 24 hours (mobile) measured from last labor applied.
Paper In Process = Invoice Date/Time Last Labor Applied Date/Time
This measure reflects the degree to which a service location keeps available labor applied to productive jobs.
Gives visibility to understand what you are billing versus what you expect per hour.
This is a measure of average labor revenue for each hour a technician is assigned to a billable job. Efficiency measure but measured in $ / hr
Billing efficiency measures what you invoice to the customer versus the labor that has been
To maximize the hours productively applied and billed while minimizing the hours expensed.
KPI that measures how well the branch converts payroll hours into chargeable hours (how well labor hours are used).
% Quoted = [No. of Repair Orders Quoted / Total No. of Repair Orders] X 100
Outstanding Claims > 30 Days ($) = Value of Outstanding Claims > 30 days
Repair Event Cycle Time is measured from the time the equipment is made available
Branch Name
Service Dashboard
Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Daily Measures
MTD Target MTD Actual
1/29
1/30 1/28 1/27 1/26 1/25
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
1/23
1/22 1/21 1/20 1/19 1/18
1/15
1/16 1/14 1/13 1/12
$178,763 $51,438 $62,770 $76,290 $40,381 $107,546 $82,490
1/11
1/8
1/9 1/7 1/6 1/5 1/4
1/1
1/2
$44,813 $100,737 $84,941 $120,771 $144,796
Branch Name
Service Dashboard
Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Daily Measures
MTD Target MTD Actual
1/29
1/30 1/28 1/27 1/26 1/25
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
1/23
1/22 1/21 1/20 1/19 1/18
1/15
1/16 1/14 1/13 1/12
$178,763 $51,438 $62,770 $76,290 $40,381 $107,546 $82,490
1/11
1/8
1/9 1/7 1/6 1/5 1/4
1/1
1/2
$44,813 $100,737 $84,941 $120,771 $144,796
Branch Name
Service Dashboard
Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Daily Measures
MTD Target MTD Actual
1/29
1/30 1/28 1/27 1/26 1/25
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
1/23
1/22 1/21 1/20 1/19 1/18
1/15
1/16 1/14 1/13 1/12
$178,763 $51,438 $62,770 $76,290 $40,381 $107,546 $82,490
1/11
1/8
1/9 1/7 1/6 1/5 1/4
1/1
1/2
$44,813 $100,737 $84,941 $120,771 $144,796
Branch Name
Service Dashboard
Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Daily Measures
MTD Target MTD Actual
1/29
1/30 1/28 1/27 1/26 1/25
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
1/23
1/22 1/21 1/20 1/19 1/18
1/15
1/16 1/14 1/13 1/12
$178,763 $51,438 $62,770 $76,290 $40,381 $107,546 $82,490
1/11
1/8
1/9 1/7 1/6 1/5 1/4
1/1
1/2
$44,813 $100,737 $84,941 $120,771 $144,796
Branch Name
Service Dashboard
Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Daily Measures
MTD Target MTD Actual
1/29
1/30 1/28 1/27 1/26 1/25
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
1/23
1/22 1/21 1/20 1/19 1/18
1/15
1/16 1/14 1/13 1/12
$178,763 $51,438 $62,770 $76,290 $40,381 $107,546 $82,490
1/11
1/8
1/9 1/7 1/6 1/5 1/4
1/1
1/2
$44,813 $100,737 $84,941 $120,771 $144,796
Branch Name
Service Dashboard
Report Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 6/24 6/17 6/10
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
6/3
Branch Name
Padang
Service Dashboard
Report Date: 12 July 2011
For Period : 04-09 July
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 7/29 7/22 7/15 7/8
$17,013.99
$6,764.64
= or > 81% = or > 81% 2%
= or > 85% = or > 85% 2%
= or > 90% = or > 90% 183%
= or > 65% = or > 65% N/A
= or > 65% = or > 65% 0.0%
= or < 24 hrs = or < 24 hrs N/A
= or < 72 hrs = or < 72 hrs 35.0
= or < 15% = or < 15% 81.0%
$59,312.02
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
N/A
= > 60% or 8%
improvement
N/A
0.41
= or > 75% N/A
Month Measures
7/1
Branch Name
Service Dashboard
Report Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 8/26 8/19 8/12
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
8/5
Branch Name
Service Dashboard
Report Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 9/30 9/23 9/16 9/9
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
9/2
Branch Name
Service Dashboard
Report Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 10/28 10/21
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
10/14 10/7
Branch Name
Service Dashboard
Report Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 11/25 11/18 11/11
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
11/4
Branch Name
Service Dashboard
Report Date:
Measure
QTD %
Sales
Goal
QTD
Target
QTD
Actual
% Sales
Goal
Sales, Parts through Service
Sales, Service Labor
Productivity = or > 81%
Labor Utilization = or > 85%
Billing Efficiency % - All = or > 90%
RECT In Shop (<= 3 Days) = or > 65%
RECT Mobile (<= 3 Days) = or > 65%
PIP In Shop (hours) = or < 24 hrs
PIP Mobile (hours) = or < 72 hrs
WIP % Open Jobs > 5 Days = or < 15%
WIP in $$ for Jobs > 5 days
In Shop % Quoted = or > 50%
Mobile % Quoted = or > 50%
In Shop % Met = or > 75%
Mobile % Met = or > 75%
Outstanding Claims > 30 Days ($)
QSNPS - Net Promoter Score
= > 60% or 8%
improvement
T/B Ratio
Safety = or > 75%
Quarter Measures Month Measures
Service Dashboard
Weekly Measures
MTD Target MTD Actual 12/30 12/23 12/16
= or > 81% = or > 81%
= or > 85% = or > 85%
= or > 90% = or > 90%
= or > 65% = or > 65%
= or > 65% = or > 65%
= or < 24 hrs = or < 24 hrs
= or < 72 hrs = or < 72 hrs
= or < 15% = or < 15%
= or > 50% = or > 50%
= or > 50% = or > 50%
= or > 75% = or > 75%
= or > 75% = or > 75%
= > 60% or 8%
improvement
= or > 75%
Month Measures
12/9 12/2